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Troubleshoot and manage diverse equipment and technologies, including Cisco Legacy Router, Cisco Meraki and SDWAN routers. Handle and diagnose proactive and reactive tickets and performed end-to-end troubleshooting for issues such as downtime, intermittency, high latency, flapping and low bandwidth. Adhere to all SLAs (Service Level Agreements), SLOs (Service Level Objectives), and OLAs (Operational Level Agreements) per each customer’s contractual specifications. Perform Layer 1, 2 and 3 troubleshooting. Dispatch field technicians and provide step-by-step troubleshooting guidance onsite.

Act as the first escalation for data network issues to manage customer. Initiate and participate in crisis conference calls with various TPVs (Third Party Vendors), customers, and Verizon team to promptly resolve customer issues, including implementing workarounds to minimize service downtime. Utilize network performance monitoring tools and test equipment to identify and correct impairments in Verizon Business and customers networks. Handle complex problems and provide solutions across various Verizon units and TPVs. Manage and communicate all issues related to Voice, Data, and Security systems globally, including incidents, service requests, and change management tasks.

Monitor core networks of Globe for outages, providing circuit-level troubleshooting and restoration. Services include MPLS/IPVPN, Direct Internet, Leased Lines and Frame Relay. Handle client-reported ticket issues by performing initial isolation, refreshing network trails, conducting loopback testing and rerouting circuits. Collaborate with field engineers for real-time assistance, conducting BER and RFC testing to ensure physical line integrity from data network nodes to last-mile equipment. Perform testing and in-depth analysis using the Network Monitoring System (NMS) to diagnose customer issues, identifying and addressing faults ranging from minor disruptions to major network-level incidents.

Verify bandwidth capacity for requested orders using Tellabs equipment. Coordinate with Project Managers (PMs) via phone calls and emails for circuit activation and upgrades. Assist field engineers on-site with circuit migration, upgrades, or activations. Perform checks and troubleshooting on the ICON network.

Manage fault handling and incident resolution for Core Data Services. Assist support teams by providing relevant information from the Network Monitoring System (NMS). Coordinate with higher-level support to obtain timely updates. Work closely with the NOC and Field Operations teams to conduct in-depth analysis and troubleshooting. Utilize GBTS (ticketing tool), Network Monitoring System (Tellabs), and perform alarm checks and circuit testing.